The fourth meeting of the Levels of Service Strategic Sharing Group took place on April 8, 2021. The group began to discuss and explore customer levels of service across the water, wastewater and stormwater sectors. Guest experts from the Institute of Public Works Engineering Australasia/Nams Canada, Troy Sykes, Technical Advisor and Steve Verity, Principal Advisor, weighed in and presented guidance on techniques and practical and scalable solutions for effective customer engagement.

The specific themes that emerged from the group’s discussion were:

  • Customer engagement strategies including deepening the understanding of diverse customer segments, customer expectations and experiences, and strategies for effective engagement.
  • Creating a culture of customer levels of service, including crossing organizational silos, responding to competing priorities and resources, fostering cross-departmental collaboration and building a line-of-site connecting technical, corporate and customer levels of service.
  • Communication strategies including linking asset management to user experience, generating public awareness and contextualizing underground water landscape for the customer.

The agenda, meeting capture, guest presentation and utility resources are now available in the documents library (see Strategic Sharing Groups – Levels of Service – Meeting 4), the LoS SSG webpage or can be downloaded here:

Please treat these Strategic Sharing Group documents as confidential and use discretion when sharing with others in your organization.

The next meeting will be held in mid-June. For more information, contact Jenessa Doherty, CWN Project Manager, at [email protected].